So this just happened…. I took my VW Beetle in to get the door handle fixed. The door handle was fixed, except… it was the wrong door handle. As it […]

Each one of your guests will have their own story of how they perceived their experience.  Due to the variable factors leading into their experience and throughout the duration of […]

A guest visits your attraction and for some reason, the experience that they had fell below their expectation. Maybe it was due to cleanliness, maybe it was poor service, maybe […]

Research was conducted beginning in the 1990’s and early 2000’s on a concept called the “recovery paradox.” This concept indicated that it is possible that service recovery can be so effective that […]

Over the weekend, I was visiting Denver and rented a car through Firefly.  When I picked up my car at Denver International Airport, I was offered the option of prepaying […]

I was perusing through Trip Advisor earlier today and looking at some online reviews of a few different attractions. In the interest of anonymity, I won’t discuss which attractions I […]

…usually. When a guest complains, they are expressing their perception of their experience. As we know, their perception may be the polar opposite from our perception of their experience, and […]

I frequently speak about the importance of soliciting guest feedback to continually improve the quality of your guests’ experience. As a result, if you actively are seeking complaints, you end up in […]

“Your most unhappy customers are your greatest source of learning.” –Bill Gates It’s natural for us to want to avoid complaints. Why would we want to read or hear negative […]

In all areas of business, particularly in hospitality, we come across the frequent occurrence of the service failure. When the reality did not meet the expectation set in place for […]